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An astutely observant article; "its quite obvious that familiarity does not necessarily breed a deep understanding and troubleshooting capability for the underlying technology." Obvious to some, that is. You hit the nail on the head. It's still nothing short of forehead-smackingly stunning to me just how many people think they're capable of troubleshooting and managing their own technology just because they feel comfortable using apps on their smartphone. Most people these days know just enough to be dangerous. And the attitude you sometimes get from these "power-user" types is just icing on the cake. Yes, folks, amazingly enough, the guy with the electrical engineering degree who can create the software you use actually DOES know more than you do about technology.